Senior Customer Success Manager – SaaS & Digital Solutions – Remote Canada – Drive Growth & Delight at brighthush

About brighthush

brighthush is a forward‑thinking technology partner that empowers media brands, publishers, and digital content creators to deliver unforgettable user experiences. With a portfolio of cutting‑edge SaaS solutions, we help our clients scale, innovate, and stay ahead in an ever‑evolving digital landscape. Our culture is built on curiosity, collaboration, and a relentless focus on customer success. As a remote‑first organization headquartered in Canada, we bring together a diverse team of experts who thrive on solving complex problems and creating value for our partners worldwide.

Why This Role Matters

In the fast‑paced world of media technology, the relationship between a product and its users is everything. The Senior Customer Success Manager at brighthush is the linchpin that turns a great product into a lasting partnership. You will be the voice of the customer, the champion of adoption, and the catalyst for growth. Your strategic insights will shape product roadmaps, your hands‑on support will drive satisfaction, and your leadership will inspire a high‑performing team.

Key Responsibilities

• Customer Portfolio Leadership: Own a portfolio of high‑value clients, ensuring they achieve their business objectives through our SaaS platform. Build deep, trusted relationships and act as the primary point of contact for all strategic conversations.
• Onboarding & Enablement: Design and execute comprehensive onboarding programs that accelerate time‑to‑value. Collaborate with Sales, Product, and Engineering to deliver tailored training, documentation, and best‑practice playbooks.
• Health & Success Monitoring: Implement robust health‑score frameworks, track usage metrics, and proactively identify churn risks. Use data‑driven insights to recommend upsell opportunities and cross‑sell complementary solutions.
• Strategic Advisory: Serve as a trusted advisor to clients, providing strategic guidance on digital transformation, content monetization, and audience engagement. Translate industry trends into actionable recommendations.
• Cross‑Functional Collaboration: Partner with Product Management to relay customer feedback, influence feature prioritization, and ensure the roadmap aligns with market needs. Work closely with Marketing to create case studies, webinars, and success stories.
• Team Leadership & Mentorship: Lead, coach, and develop a high‑performing Customer Success team. Foster a culture of continuous improvement, accountability, and customer obsession.
• Process & Tool Optimization: Drive the adoption of best practices in customer success, including the use of Salesforce, Jira, and other CRM/CSM tools. Continuously refine workflows to increase efficiency and scalability.
• Reporting & Analytics: Produce regular executive‑level dashboards that showcase key metrics such as NPS, churn rate, expansion revenue, and customer health scores. Present insights to senior leadership and influence strategic decisions.

Essential Qualifications

• Minimum 4+ years of experience in customer success, client engagement, or SaaS implementation roles.
• Strong academic background: Bachelor’s degree in Computer Science, Marketing, Business Administration, or a related field.
• Proven track record of managing complex customer portfolios and driving adoption of cloud‑based solutions.
• Exceptional communication skills—both written and verbal—across all stakeholder levels, including C‑suite executives.
• Advanced proficiency in Salesforce, Jira, and other CRM/CSM platforms. Familiarity with CSS, JavaScript, HTML, and XML is a plus.
• Demonstrated project management expertise: ability to juggle multiple initiatives, set clear milestones, and deliver results on time.
• Strong analytical mindset: comfortable working with data, interpreting metrics, and translating insights into action.
• Experience in the media, publishing, or digital content industry is highly desirable.

Preferred Qualifications

• Experience leading a Customer Success team in a remote or distributed environment.
• Knowledge of media technology stacks, content management systems, and digital monetization strategies.
• Certifications in Customer Success Management (CSM), Salesforce Administrator, or Project Management (PMP, Agile).
• Fluency in additional languages beyond English, particularly French, to support Canada’s bilingual market.
• Track record of driving revenue growth through upsell and expansion initiatives.

Core Skills & Competencies

• Customer‑Centric Mindset: Deep empathy for client challenges and a passion for delivering value.
• Strategic Thinking: Ability to see the big picture and align customer goals with business objectives.
• Data‑Driven Decision Making: Proficiency in interpreting usage data, health scores, and financial metrics.
• Influence & Negotiation: Skilled at persuading stakeholders and negotiating renewal terms.
• Adaptability: Comfortable navigating ambiguity in a rapidly evolving tech landscape.
• Collaboration: Proven ability to work cross‑functionally with Product, Sales, Marketing, and Engineering.
• Leadership: Experience coaching teams, setting goals, and fostering a culture of continuous improvement.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development is as important as the work you do. As a Senior Customer Success Manager, you will:

• Progress to Director of Customer Success or VP of Customer Experience within 3–5 years, depending on performance.
• Participate in leadership training programs that cover strategic planning, financial acumen, and executive communication.
• Attend industry conferences, webinars, and workshops to stay ahead of media technology trends.
• Collaborate with product teams to influence roadmap decisions, giving you a direct impact on the future of our platform.
• Receive mentorship from senior leaders who have built successful careers in SaaS and media technology.

Work Environment & Company Culture

brighthush thrives on a culture of transparency, innovation, and inclusivity. Our remote‑first model means you can work from anywhere in Canada while staying connected through:

• Weekly virtual town halls and quarterly all‑hands meetings.
• Monthly hackathons and innovation challenges that encourage creative problem‑solving.
• Regular team‑building activities, both virtual and in‑person, to strengthen relationships.
• A commitment to work‑life balance, with flexible hours and generous paid time off.
• Access to a digital learning platform that offers courses in leadership, technology, and personal development.

Compensation, Perks & Benefits

While specific figures vary by experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market standards for senior SaaS roles in Canada.
• Performance‑based bonuses tied to customer expansion, renewal rates, and team goals.
• 401(k) matching program to help you build long‑term wealth.
• Comprehensive health, dental, and vision insurance plans for you and your dependents.
• Generous paid time off (PTO) policy, including vacation, sick leave, and personal days.
• Retirement plan options and financial planning resources.
• Unlimited learning stipend to support courses, certifications, and conferences.
• Wellness initiatives such as virtual fitness classes, mental health resources, and ergonomic support.

How to Apply

If you are a customer‑obsessed leader who thrives in a fast‑moving SaaS environment and wants to make a tangible impact on media brands worldwide, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush’s Customer Success team. Join us and help shape the future of digital media experiences.

Join brighthush Today

At brighthush, you’ll find a place where your ideas are valued, your growth is supported, and your work directly influences the success of our clients. Take the next step in your career and become a pivotal part of a company that is redefining how media brands connect with audiences. Apply now and let’s build the future together.